2010 Annual Performance Report to Tenants

Annual Performance Report to TenantsJanuary to December 2010

Keeping the Promises

2 Annual Performance Report

Keeping Our Promises 4 - 5

Your Home 6 - 7

Your Neighbourhood 8 - 9

Your Tenancy 10 - 11

Having Your Say 12 - 13

How We Run The Company 14 - 15

Value For Money 16 - 17

Detailed Performance Information 18

Looking Forward 19

Contents

Welcome to your update on how Helena is keeping its

Promises. Last year, we made a number of Promises to you

based on what tenants had told us mattered most.


This Annual Report outlines how Helena performed in 2010, including how we are delivering our Promises and how wellyour feedback and ideas are being listened to by us to improve services.

Throughout this report, you will see information and comments from the Customer Excellence Panel (pictured top rightpage 5) (CEP) – a group of tenants who scrutinise Helena’s services. Where you see information from them, you can beassured that the CEP comments accurately reflect how well Helena is doing.

Welcome from Sandra Binns (pictured left),Chair of the Customer Excellence Panel

As the Customer Excellence Panel, our role is to ensure that Helena keeps its Promises and continues to listen to and act on the views of us, the customers. Our Panel is made up entirely of tenants and our role is to review Helena’s performance and identify whereimprovements can be made.

We have been in place for two years now and have done some really interesting work. So farwe have reviewed nine Helena services. When we carry out these reviews we look at recentperformance, feedback from customers and the service standards that Helena needs tomeet. We have the power to say if we don’t think performance is good enough or recommendnew standards that we think customers deserve.

One of our key achievements in 2010 was to review Helena’s service standards whichresulted in the publication of the Customer Charter. The Customer Charter outlines thestandard of service you can expect from Helena and your responsibilities as a tenant.

Our work is also supported by a group of 500 tenants called One Voice, who take part inregular surveys or attend focus groups to help work out what Helena could be doing better. We also have 10 trained customer inspectors and six young tenant inspectors, who carryout mystery shopping exercises to feedback on the quality of Helena’s services from acustomer’s perspective and test whether standards are being met.

This approach is recognised as good practice by the Tenant Services Authority (TSA) and we are very proud to be one of just 10 co-regulatory champions in the country. This is animportant role which will see Helena work closely with other social housing organisations to increase the level of involvement that tenants have to scrutinise services.

Nine in ten tenants say they are satisfied with the Promises made by Helena

Keeping our Promises

Local offer – The Tenant Services Authority requires allhousing associations to agree local priorities and servicestandards with its customers. Helena’s local offer isoutlined within the Promises document.

Performance Indicator or Key Performance Indicator –These tell us how well Helena is performing and are usedto monitor day-to-day activities. They help us to easilyidentify when targets are being hit or when improvementsare needed in a particular area.

Benchmarking – This is Helena’s performance comparedto other similar organisations. It can show where we needto improve, or tells us what we need to achieve to be atop performer. The Customer Excellence Panel uses thisinformation to set Helena’s targets.

Target – This is the level of performance that Helena aimsto achieve in that year. We look at how other similarcompanies are performing and the Customer ExcellencePanel help set the targets.

Value for money – This is all about deciding if the amountof money Helena spends on something is appropriate towhat tenants get out of it. For example, if a lot of moneyis spent on a service that only benefits a small number ofcustomers, is that a good use of money or not?

If Helena improves the way things are done withoutspending more money, that would be good value formoney. If more money is spent and performance getsworse, it would be poor value for money.

Customer Charter – This is where you will find details ofthe level of service you can expect from Helena and whatyour responsibilities as a tenant are.


Customer Excellence Panel

Name: CatherineTenant for: 2 yearsMember of CEP:

since January 2010

LOCALOFFERLOCALOFFER

Promises

Performance has improved. Promise has been met.

Performance has stayed the same.Promise is in progress.

Performance has got worse. Promise has not been met as yet.

CEPCustomer Excellence Panel

Local Offer

KeyHere is what the symbols, words and phrases we use throughout the report mean:

Your HomeIn this section, we look closely at the quality of services we provide in your home, which

includes things like repairs and maintenance.

On March 31st 2010, we managed:

• 11,362 general family homes

• 1,340 sheltered homes for older people and supported properties

• 13 homes purchased through shared ownership

• 347 leaseholders

• We employ more than 600 full-time members of staff.

What matters most to tenants?Tenant feedback about Helena’s repairs service showsthat at 88% there is a high level of satisfaction with theservice – above the national average.

Using the feedback received from tenants through surveysand complaints, the Customer Excellence Panel madesome suggestions to improve the service even more,such as focus on the overall customer experience, fromthe time you report a repair to when it is completed.

You said...• Focus more on getting repairs right first time.

• Offer repairs appointments during evenings and atweekends for those who aren’t at home during the day.

• Keep tenants informed about what is happening withtheir repair or if there is any delay.

• Update the customer service standards to reflect what matters most to tenants.

Helena listened...We:

• Now offer evening appointments up to 6pm on weekdays and 8pm on Wednesdays.

• Offer appointments up to noon on Saturdays.

• Provided every tenant with a Customer Charter outliningthe service standards you can expect.



Improving your safetyHelena’s gas servicing performance was excellent at the end of December 2010, with all homes up to date with theirannual servicing certificate. Gas servicing is something Helena has to do by law every year and the gas team iscommitted to making sure that our homes and the people who live in them are safe.

As a last resort, tenants who refuse to let us into their home to carry out the gas safety check have been taken to court.Having your safety certificate gives you peace of mind that your home is safe.


Name: ShirleyTenant for: 27 yearsMember of CEP: since 2009

Customer Excellence Panel says…

We reviewed tenant feedback for this area and were impressed with the high level of tenant satisfaction. We are pleased that Helena is tailoring its services to meet the individual needs of tenants.


Promises

Are the Promises being kept?Repairs

Promise How we are doing

We promised to reduce the timescale for ‘planned’ repairs from six months to three months.

We promised to try to get a repair right first time and willmonitor how we are performing against targets.

We promised to introduce a new standard for empty homes – agreed with tenants – to ensure the property is clean and tidy when a new tenant moves in.

We are working with our tenants to agree a standard for emptyhomes which we will publish soon.


Promises

The table below outlines how well Helena is performing against the targets we aim to meet over the coming years.

Almost nine in ten tenantsare satisfied with the

repairs and maintenanceservice they receive

Your NeighbourhoodHelena wants its customers to be happy with the community they live in and not just the

quality of their home. In this section we look at your local environment and how we are

helping to tackle anti-social behaviour.

Anti-social Behaviour:We know that tackling anti-social behaviour is one of thethings that matters most to tenants.

We do a lot of positive work to both prevent and tackleanti-social behaviour, which is often not well known.

You said...Keep us better updated about the progress with anti-socialbehaviour complaints.

Helena listened and...Provides weekly updates to tenants about their cases andbecause of this, tenants are now more satisfied with theway anti-social behaviour is being dealt with.



We suggested that more should be done to

raise awareness of the service and to celebrate

the successes achieved. Helena listened to our

views and includes a regular update about

anti-social behaviour in Helena Headlines and

on the website, www.helenahomes.co.uk

Between January and December 2010, we handled82 anti-social behaviour cases for every 1,000properties that we own.

85% of people who reported an anti-social behaviour issue were satisfied with the way their case was handled.

83% were satisfied with the outcome of their anti-social behaviour case.


Promises

Are the Promises being kept?Your Neighbourhood


We promised to contact people reporting anti-social behaviour within 48hours, and in more serious cases, within 24 hours.

We promised to train our staff to provide better support to people involvedin more serious cases of anti-social behaviour, including domestic violenceand hate crime.

We promised to do more to keep young people occupied and out oftrouble by providing activities in problem areas, particularly during school holidays.

We promised to publish a clear standard for our estate caretaking service,including how we maintain flat blocks.

We promised to introduce a new Green Space Service to maintain open spaces across our estates, and publish clear service standards andperformance results.


Promises

Improving the environmentThroughout 2010, the newly-established Green SpaceService has worked closely with local residents to improvethe way Helena manages open spaces on our estates.

We recently recruited a team of Environmental Inspectors,a group of tenants who are trained to test whether we havemet our service standards and whether improvementscan be made in local environments. The findings of theEnvironmental Inspectors will help to improve the servicesthat we provide.

Did you know?Helena helps people back into work and training byhosting jobs fairs, providing advice on CV writing andinterview skills, and help finding training or volunteeringopportunities. To find out more about what is on offer, or details about the latest jobs fair (which take placethroughout the year), call 01744 63 73 83, go to HHTV or visit www.helenahomes.co.uk



Name: JimTenant for: 44 yearsMember of CEP: since 2009

CASE STUDY:Liam Burbridge is a member of Helena’s Young Voice Panel, a group of teenagers who give their views about Helena services and helporganise positive activities for young people across St Helens.

The 18-year-old is also a Young Person Inspector for Helena, looking atour services and suggesting improvements.

Liam said: “I would definitely recommend joining Helena’s Young VoicePanel. It’s been a great opportunity for me to build on my skills and meet with other liked-minded young people. I get to have my say aboutissues affecting youths and I can express my thoughts about how wecan give something back to our local community. I wanted to help makea difference to others – Young Voice lets me do this.”

Liam Burbridge

Eight in ten tenants are satisfiedwith their neighbourhood

as a place to live

Your TenancyIn this section we look closely at how we let our empty homes and how the rent that you

pay is spent.

RentsThe chart below shows how Helena’s rents compare toother associations in St Helens. As you can see, our rentlevels are competitive compared to other housingassociations with homes in St Helens.

How do we spend each £1? (1st Jan 2010 -31st Dec 2010)

You may wonder how Helena spends the rent that youpay. We are currently spending more money than wereceive in rent because we have committed to investlarge sums of money in our homes and neighbourhoods.Helena take out loans to cover the difference and theseloans will be paid back through future income.


Helena

Arena

William Sutton HA

LHT Maritime

Cosmopolitan

Riverside

71.92 67.52 65.16 72.29 73.02 70.5872.47

74

72

70

68

66

64

62

60

Housing Associations operating in St Helens

Average Rent Per Week (£)

31p Improving your homes through major repairs

3p Depreciation such as the loss of value on our homes and other assets

17p Management costs such as staffing and offices

26p Planned and routine repairs to your homes

9p Interest on our loans

3p Services such as grounds maintenance, care alarms and communal areas

3p Other Social Housing Activities (neighbourhood activities, supporting people, etc)

2p Non-Social Housing Activities(Choice-based lettings, learning and development, etc)

6p Other

You said...80% of those asked found their rent statement useful,but at a cost of £38,000 to print and mail out every year,almost two-thirds didn’t think it was good value for money.You told us that you would prefer to receive a rentstatement once a year.

Helena listened and...The Customer Excellence Panel looked at this feedbackand recommended that Helena looks to make savings inthis service area.

• Tenants will now only receive one paper rentstatement every year. We will start to develop ways of providing rent statements by email and text forthose who would prefer this and later this year, will beable to offer online rent statements via the website,www.helenahomes.co.uk



Name: KarenTenant for: 2 yearsMember of CEP: since 2009


We asked the Customer Inspectors to visit 11empty homes that were ready to let. Theinspectors found that the homes were all agood standard and they would have happilylived in any of them. In some cases they thoughtthat the houses could be a little cleaner.

Helena’s Money Matters Team

has helped tenants claim more

than £1 million in benefits owed to

them since April 2010.


Promises

Are the Promises being kept?Tenancy


We promised that all new tenants will be offered a welfare benefits check.

We promised that new tenants under the age of 25, and tenants movinginto homes specifically for older people, are offered extra support andadvice to help them live independently.


Promises

Empty homes and lettingsThe time it is taking us to let an empty home is reducingwhich is good news although we can still get better. Seepage 18 for more detailed performance information.

You said...• Tell customers how to make a complaint

• Make it easier to complain (there is a reminder of how to do this on the right)

• Keep tenants informed about progress with theircomplaint.

Helena listened and...• Will publish regular features promoting our complaints

policy in the tenant newsletter, Helena Headlines.

• Changed the complaints form to make it easier forcustomers to share their views.

• Introduced a new automated complaints process to speed up and improve complaints handling withinthe company.

• Introduced a staff training programme to ensure thatcomplaints are effectively handled.

Having your sayIn this section we look at how we listen and act on what you tell us in order to improve

on services.



Every three months we look at tenants complaints to make sure that Helena learns from the mistakesbeing made. We are pleased to find that Helena has taken on board the findings of the customer inspectors’mystery shop of complaints, which has led to an increase in customer satisfaction.


Promises

Are the Promises being kept?Customers


We promised to provide you with clear information about how youcan have your say and the opportunities to get involved.

We promised to publish a new complaints procedure which is clear and easy to use, giving you clear timescales of when you canexpect a response and the service standard you can expect.

We promised to introduce more services for you to access informationabout Helena, either through a website or digital TV, and developtext messaging as a way of keeping in touch with tenants.

We’ve launched Helena HomesTV. In 2012 we will developnew features on our websiteand use text messaging more.


Promises

How to make a complaint:• Write to us at Helena Partnerships, Alexandra

Business Park, Prescot Road, St Helens, WA10 3TT.

• Drop your complaint in at a Helena localneighbourhood office.

• Phone us on 01744 63 73 83

• Email us at:[email protected]

• Complete a form on the website –www.helenahomes.co.uk

• Complete a form through our digital televisionsite, HHTV, accessible through Sky, Virgin andNintendo Wii. Find out how to access this on theback page of this document.

Over the past year, Helena has listened to whatcustomers have been saying and…

• Developed a new menu of opportunities for tenants toget involved and have their say.

• Recruited a team of six young people to becomecustomer inspectors who will test services to makesure that they meet the needs of younger people.

• Established the Resident Involvement MonitoringGroup, who meet up to four times a year, to reviewwhether Helena is involving customers well enough inthe decisions that it makes.

• The Customer Inspectors and the CustomerExcellence Panel carried out reviews of complaintsprocedures, lettings, empty homes, customersatisfaction and Helena’s performance framework.

• Consulted One Voice on our Promises document, rentstatements, repairs receipts, complaints, Menu ofOpportunities, resident involvement, empty propertiesand One Call.

• Launched a new digital television site, HHTV, inDecember 2010 to give customers another way toaccess information from Helena – all from the comfortof your armchair. You can also report repairs oranti-social behaviour using this site, if you have Virgin,Sky or a Nintendo Wii.

• Reviewed how we communicate with customers andmade some changes, including offering differentversions of our tenant newsletter, Helena Headlines.Now there are different editions aimed at older peopleand families containing information more relevant tothose groups.

Are we listening to you - our customers?It is not just your feedback that helps us to improve theservices that you receive – lessons on how to makethings better are also learned from complaints. Wereduced our target to respond to complaints from 10 to five working days. Between January 1st 2010 andDecember 31st 2010, Helena received 363 complaintsand responded to 86% within the target time of five days.This is an 18% improvement on last year’s performance.

Customer care:When contacting Helena…

• 100% of you found it easy to understand the optionsyou hear when you contact One Call.

• 87% said staff were able to deal with their problemeffectively.

• 97% were satisfied with the outcome of their call.



Name: JennieTenant for: 17 yearsMember of CEP:

since December 2009


Focus on the quality of service, not just onhow many calls are answered.

How we run the company


Helena Partnerships is run by a Board of Directors whichis made up of tenants, local councillors, independentmembers and co-optees (this means representatives ofparticular services within the community or experts intheir field).

The Board directs the work that Helena does. The role of the Board includes:

• Creating a long term vision for the company and theservices it provides.

• Making sure that the company operates within the law and follows regulation set by the TenantServices Authority.

• Making decisions about policy and strategy.

• Managing performance and setting budgets.

• Forming links with key partners in the community.

The Board Directors sit on the Board for three years andeach Board Director can serve a maximum of three times– so nine years in total.

We pay our Board Directors a modest sum to reflect thehard work and significant time commitment which goesinto their role. Alongside this payment, they participate in a programme of training and assessments to ensurethey have skills required to best support and lead theorganisation.

Chairman £10,000 per year

Vice-Chairman £4,000 per year

Independent & Tenant £500 per year plus anBoard Directors additional £1,500 per year

for those who also act as Board Champions

Special advisors to Regeneration Committee £250 per year

Council Board Directors Do not receive a payment

The Customer Excellence Panel has direct links intoBoard, with the Chair and Vice-chair attending boardmeetings and reporting on the findings of all servicereviews.

Sandra Binns, Chair of the CustomerExcellence Panel, says…

Helena’s Board always listens to the views ofits tenants and the Customer Excellence Panelis a great way for us to share our suggestionsfor improvements, which have come directfrom tenant feedback.

John Perry, tenant and Vice-Chair of Helena’s Board

I’m really proud to be the vice-chair of Helena’s board. I make a contribution to thepositive work that Helena already does and it was great to see that my views andsuggestions help to make improvements to Helena services.


Peter StycheChairman

Bob Barr Ken Birch

John PerryVice-Chairman

MarleneNewman

Stephen White Kath Wilkinson

Linda Maloney Richard McCauley

Peter Mercer

Ian Clayton

Independent Board Directors

Council Board Directors

Tenant Board Directors

Co-optee Board Directors

Value for moneyThe table below shows you how much you pay each year towards the different services

Helena provides.

We have compared our figures with other similar associations so that you can compare whether the costs are too highor too low. Value for money does not necessarily mean getting the cheapest price - it is about getting good quality for agood price.

We have also considered the quality of the service provided based on customer satisfaction levels and whether targetsthat the Customer Excellence Panel set have been achieved.


ServiceCost perhome

(2009/10)Performance

Value formoney(VFM)

What the CEP told Helena to do:

Cost of backoffice servicesto supportfrontlineactivity

£27 Helena demonstrates good value for moneyranking top out of 31 similar organisations.

We are pleased that Helena ismanaging to put frontlineservices first while maintaininggood central support.

Rent arrears & collection

£76 Despite collecting almost 99% of rent owed tous, the percentage of tenants who owe moneyis still higher than some other associations andwe are working to improve this.

Focus on increasing theamount of rent collected fromthe people who leave Helenahomes but haven’t paideverything they owe.

Residentinvolvement

£44 This includes keeping tenants informed, as wellas consulting and supporting tenant groups.

Helena’s costs rank tenth (out of 31), whichmeans we are low when compared to someother associations. A tenant survey tells us thatover 70% of you are satisfied with your viewsbeing taken into account, which is very highwhen compared to other associations nationally.

There is a lot of work beingdone to involve tenants, andthe CEP can see some clearoutcomes as a result, such asthose outlined in this report. A new Menu of Opportunities,which details the differentways you can get involved, hasbeen written and is availableon request. Call 01744 637383or download a copy atwww.helenahomes.co.uk

Anti-socialbehaviour

£56 This includes dealing with complaints ofanti-social behaviour and working with partneragencies, such as the police, on initiatives toprevent anti-social behaviour.

Helena ranks 17th out of 31 associations, whichmeans our costs are slightly above average.

However, 85% of those who reported anti-socialbehaviour are satisfied with how their case washandled, which is a significant improvementfrom last year.

This was a key priority fortenants and therefore the CEP expect costs to be higherthan others. Satisfaction isimproving so the CEP is pleasedHelena is moving in the rightdirection.

ServiceCost perhome

(2009/10)Performance

Value formoney(VFM)

What the CEP told Helena to do:

Tenancymanagement

£63 This includes monitoring estates, day-to-daysupport for tenants in their homes, mutualexchanges, enforcing tenancy conditions andsign-ups for new tenants.

Helena ranks 13th out of 31 associations whichmeans that costs are relatively low. Less than9% of Helena tenants moved out of their homeslast year, which is below average whencompared to similar organisations.

The CEP is pleased to see thatHelena is performing well inthis area.

Responsiverepairs

£491 This includes all minor ad-hoc repairs that youmay report.

Helena’s costs are high as it ranks 26th out of 31 when compared to similar organisations.

However, your feedback tells us that the qualityof service is good, with 83% satisfied withrepairs and maintenance, which is well abovethe national average.

Improve costs providing Helenacan maintain high satisfaction.

Customeraccess

£23 perhour

In 2010, One Call answered 162,089 calls. Ittook, on average, 15 seconds to answer a call.

Our advisors, on average, handle 65 calls eachper day and spend 137 seconds on each call.

Overall, 100% of customers said they aresatisfied with the service provided.

The feedback from the mysteryshoppers was excellent andthe CEP is very happy with the service being provided byOne Call.



Name: JoanneTenant for: 17 yearsMember of CEP:

since December 2009


We rated Helena in terms of the value for money achieved for each service area. Remember, the green iconsmean that we are getting good value for money, amber and red means that Helena needs to improve.

Appendix - Detailed Performance Information


How we performed locally and against other similar housing organisations

2008/09 2009/10 2010/11 Performance Target How the bestApril - against associations are

December 2010 Target performing locallyand nationally

REPAIRS% of emergency repairs completed 90% 98% 99% 99% 99.9%within target time of 24 hours: (local)

% of urgent repairs completed 88% 94% 95% 98% 99.3%within target time of 5 working days: (local)

% of routine repairs completed 96% 97% 97% 98% 98.4%within target time of 20 working days: (local)

% appointments kept: 80% 87% 83% 92% 98.5%(local)

RENTS% rent collected: 99.25% 99.43% 99.7% 100% 99.8%

(local)

% of rent arrears: 3.9% 3.6% 3.04% 3.5% 2.7% (national)

MANAGING EMPTY HOMESAverage time taken to 45.2 days 43.9 days 39 days 43 days 21.5 days let an empty home: (national)

% turnover of people 8.4% 8% 7.4% 8% 8% leaving our homes: (local)

% of empty homes as 1.6% 1.3% Not available at No target 1% at 31st March 2011: time of going to print set (national)

You can keep up with how Helena is performing through our tenant newsletter Helena Headlines, online atwww.helenahomes.co.uk and on our digital TV site, HHTV. We will update this information at least four times a year. In addition, we are developing a new website about how tenants are scrutinising our services, which will include detailedperformance information, survey results and reports from the Customer Excellence Panel.

Look out for our Autumn 2011 edition of Helena Headlines for an update on how we are doing in relation to the servicestandards set out in your Customer Charter we sent you in October last year.

Looking forward

The past 12 months have been positive and eventful forthe company, our partners and our communities.

We won awards, opened a flagship development for oldertenants, we celebrated the achievements of our tenants,and we kept all our Promises from 2002 and made somenew ones.

Last year, we made a new set of Promises to you basedon your feedback, and we continue to work very hard tofulfil them – and indeed we are on target to. We created adedicated Green Space Service to revitalise our estates;launched a new digital TV site - Helena Homes TV -providing another platform for you to get information andaccess our services; and we held our very first ‘open’Board Annual General Meeting, demonstrating just howkeen we are to promote openness and accountabilityaround Board activities.

We also faced a number of unexpected challengesthroughout the year, from maintaining services tocustomers through the hardest winter for many years atthe beginning of 2010, through to responding to increasedcalls for assistance as winter came earlier than expected,as the year drew to a close.

2011 is likely to be even more challenging as massivechanges to social and affordable housing, introduced bythe Coalition Government, begin to take effect. We areactively considering the impact of these changes onwelfare benefits and funding streams.

We will continue to keep you informed of any changesand how we can help you.

The coming year is set to be another eventful one for thecompany, with more new housing developments, a newcentral office and a brand new community Green Base.

Our Ratcliffe Park development of apartments and twoand three-bedroom houses is set to welcome the firstresidents shortly, in the popular area of Rainhill, offeringrented accommodation, shared ownership and propertiesfor sale. This confirms our commitment and promise toyou to continue to build new and affordable homes.

A brand new state of the art community hub, Helena’sGreen Base, will open its doors in Summer 2011 in Thatto Heath, offering people the chance to find out moreabout our Green Space Service and how to look after theirenvironment.

And in Autumn 2011, the company will move into a brandnew leased central office in St Helens Town Centre,providing tenants with a neighbourhood office and acommunity resource centre – again things that you saidyou wanted.

We are committed to making sure that we are meetingyour needs and giving you value for money for the rentyou pay, so we will be working more closely with you tounderstand your needs and expectations, to offer you theservices you want.

I would like to thank the Customer Excellence Panel – andall our tenants – who give us their honest feedback so weknow that our services are meeting your needs. We valueyour comments very highly, so please continue to shareyour views or take part in one of the many opportunitiesto get involved.

Rob Young Chief Executive



Name: IreneTenant for: 29 yearsMember of CEP:

since September 2010

Here’s how you can keep up-to-date with all of Helena’s latest news and get in touch with us:

Phone: 01744 63 73 83

Post: Helena Homes, 3rd Floor, Court Building, Alexandra Park, Prescot Road, St Helens, WA10 3TT

Web: www.helenahomes.co.uk

Email: [email protected]

Digital TV: Sky viewers: Go to the Community Channel (number 539); press the red button;enter Quick Code 4488.

Virgin viewers: Press ‘home’ button; choose ‘interactive’; click on ‘news & info’;click on ‘Looking Local’; enter Quick Code 4488.

To access through Nintendo Wii or internet-enabled mobile phones, type this into your browser: http://www.lookinglocal.gov.uk/helena

What do you think of this report?Helena and the Customer Excellence Panel are keen to get your views about this year’s Annual Performance Report to tenants. Have we included too much or too little information?Were you expecting to see something that we have missed out? Let us know using themethods above.

Helena Homes is part of Helena Partnerships Limited.

Helena Partnerships is a company limited by guarantee.

Registered in England and Wales.

Company Registration No: 4141767.

Tenant Services Authority No. L4340.

Registered Charity No. 1107073.

March 2011

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Do you need a copy of this document in larger print, audio tape or on CD? If you do, please get in touch by calling us on 01744 63 73 83 or email us [email protected].

Documents

2010 Annual Performance Report to Tenants